Salesforce-Contact-Center Practice Test

The desired process of reassigning cases to a higher support tier when SLA timelines are breached. Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions. Which Service Cloud Voice feature should a consultant recommend to accomplish this?

A. Hierarchical Sharing Settings on Calls

B. Collaboration on Call Recordings

C. Pause/Resume Call Recording

You‘re preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?

A. Converting attachments to formats compatible with the new knowledge base system before the migration process.

B. Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.

C. Testing access and download functionality for attached files within the new platform after the migration is complete.

D. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.

Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?

A. Workflow Rules with email action steps triggered by case creation events.

B. Process Builder sequences defining auto-reply steps and dynamic content insertion.

C. Entitlement Email Templates configured with automatic responses based on service level agreements.

D. Einstein Bots configured to send auto-replies and collect initial information from customers via email.

While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time. Which feature should the consultant use to accomplish this?

A. Mass Email

B. Experience Site

C. Public Groups

The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

A. Utilize standard Salesforce Reports and Dashboards for basic data visualization.

B. Implement Einstein Analytics for AI-powered insights and predictive analysis.

C. Leverage external data warehouse solutions for data storage and complex queries.

D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.